DEPARTMENT:Information Services

SUPERVISOR'S TITLE: Supervisor, System Support




PURPOSE OF POSITION: To serve as a customer advocate for any calls received by the CCHMC Service Desk. This position is also responsible for managing the incident throughout its lifecycle.

·Call Management
Serve as a first point of contact to CCHMC users for a variety of issues associated with computer hardware, software, telecommunication and clinical devices. Answer and triage incoming calls to the Service Desk. Utilize all available resources in order to provide first call resolution or escalate to appropriate functional areas as required. Meet individual and team goals as set by the Service Desk Management team.
·Incident Management
Document, track and monitor progress of incidents to ensure timely resolution. Work effectively and collaboratively with users, coworkers and other functional groups. Provide efficient incident resolution and outstanding customer service. Identify trends and report issues requiring problem and or change management intervention. Must facilitate conference calls by following documented processes and procedures. Meet individual and team goals as set by the Service Desk Management team.
·System Administration
Participate in administrative duties as defined by the ownership of Service Desk. Follow applicable instructions in order to process requests within specified Service Level Agreements. Must maintain confidentiality of sensitive information.
·Quality Improvement
Conduct assessments of documented workflows to identify opportunities for process improvement. Provide written suggestions and feedback to the appropriate parties. Perform skill gap analysis of processes and procedures to ensure efficiencies. Review and assess recorded calls with supervisors for quality assurance purposes. Take initiative in continuous improvement by participating in internal and external training opportunities.
·Customer Service
Ensure outstanding end-user support is provided, including ongoing monitoring of Service Level Agreements for incident management and collaboration with other areas to ensure customer-centered incident management and support. Adhere to and promote continual adoption of change management policies and procedures. Model outstanding customer service behavior, including timely and effective follow-up with customers. Always maintain CCHMC's service standards of being Courteous, Attentive, Respectful and Enthusiastic team members, and Safe (CARES). Perform other duties as assigned.

Skills & Competencies
·Communication - Intermediate
Good verbal, written and/or interpersonal communication skills
·Diversity Appreciation
Understanding and showing respect and appreciation for the uniqueness of all individuals; leveraging differences in others' perspectives and ideas; appreciating cultural differences and adjusting one's approach to successfully integrate with others who are different from oneself
·Decisive Leadership
Taking responsibility for guiding others' actions and providing direction to a group; stepping forward to take the lead in addressing difficult issues and making tough judgment calls
Understanding of ITIL philosophy
Ability to adapt work schedule to meet the demands of the position, possibly including nights and/or weekends
·Professional Demeanor
Demonstrates an independent work initiative, sound judgment, diplomacy, tact and professional demeanor

·High School Graduate
·2 years related experience
·Must be flexible to work in an environment that is staffed 24 hours a day, 7 days a week

·Related health care experience
·HDI Certification OR ITIL Certification